09 282 3959 or 07 282 0791

Concerns or feedback on our service?

Essential Insurances are always looking for opportunities to understand our clients better. We appreciate when clients take the time to notify us of any concerns and are open to receiving your feedback on ways we can improve the service we deliver. Improving our Service Some complaints may require no action but every complaint is important and we review all complaints regularly to establish where there are opportunities to make your experience that much better in the future.

When a complaint is made we will:

Record your complaint, you may be asked to complete a Complaint form

Acknowledge your complaint

Investigate and review your complaint

Propose a resolution Our guide will help you understand these steps and what to expect when a complaint is made.

Our guide will help you understand these steps and what to expect when a complaint is made.

If we cannot agree how to fix the issue, you can contact Financial Services Complaints Ltd (FSCL). They are an independent not-for-profit External Disputes Resolution (EDR) scheme approved by the Minister of Consumer Affairs under the Financial Service Providers (Registration and Dispute Resolution) Act 2008.

This service will cost you nothing, and will help us resolve any disagreements.

"Julie, thank you for all your concern, emails and work on my behalf. And please thank Ray for starting me on this journey several years back. None of us realise until the time comes just how important it might turn out to be that we made such an important [...] "

- Nina

"Ray, I really can’t thank you, Julie and the team at Partners Life, enough for making my recent claim on my medical insurance so stress free and easy. The time frame I gave you to process my claim for pre approval was extremely short and your team nailed it! Thank you once again [...]"

- Kathryn

"Just a quick note of thanks for sorting out my late mother's claim. Even though you had not sold her the policy or even deal with this company, your professionalism in helping us get paid was really appreciated. Please thank Julie as well as she always deals with things promptly! [...]"